OpenText™, a global leader in Enterprise Information Management (EIM), today announced that analyst firm Forrester Research, Inc. has named OpenText a Strong Performer in its Wave evaluation of Workforce Optimization (WFO) Suites. The report,“The Forrester Wave™: Workforce Optimization Suites, Q3 2016,” named OpenText WFO (Workforce Optimization) Software a Strong Performer. The report evaluated both OpenText™ Qfiniti and OpenText™ Explore.
Forrester’s report looks comprehensively at the Workforce Optimization market, identifying the most significant software providers. The report cites OpenText’s “three main strategic thrusts for the technology: 1) integrating it into a broad CEM play; 2) using analytics to drive improved customer service; and 3) providing numerous as-a-service consumption models.”
The report also stated,“…the WFO tools have shown a remarkable consistency and unification of look and feel, administration, and security model. The suite’s shining star, its interaction analytics tool Explore, has saved one customer more than seven figures from just the analysis on 20,000 calls.” Feedback from a customer was also cited,“We have had a seat at the table to influence the overall product road map.”
“OpenText understands that the real power of customer experience includes both digital and human-to-human interactions, and we are proud to receive the rank of a Strong Performer in this Forrester Wave on WFO,” said Adam Howatson, Chief Marketing Officer for OpenText. “We are also committed to strengthening our position in the market through continued investment in the suite. Our number one goal is helping customers tackle their biggest challenges in the digital transformation, and contact center management is a key challenge for many businesses.”
The OpenText WFO Software suite brings a 32-year history of innovation in the contact center industry and more than 24 technology patents. Forrester (forrester.com) ranked OpenText WFO Software among the highest ratings in interaction recording and eLearning and coaching, and among the second-highest ratings for product architecture and customer satisfaction.
The Forrester report comments on the importance of the role of customer experience capabilities, stating that “Customer service application pros see WFO tools as the gasoline that powers customer service organizations. As a result, the more obviously customer experience-focused WFO tools, such as speech analytics, are seeing more rapid adoption growth.”
Howatson added,“OpenText’s WFO solution plays a strategic role in our CEM portfolio. One of OpenText’s key differentiators is the sophisticated speech analytics capabilities of OpenText Explore. This puts OpenText in an excellent position to help organizations drive and continually improve superior customer experiences with transformational analytical insights.”
OpenText WFO Software is part of the OpenText EIM portfolio, designed to enable organizations to discover and manage information to spur growth and innovation and decrease time to competitive advantage. The platform consists of comprehensive and integrated product solutions including Content Suite, Process Suite, Experience Suite, Analytics Suite and Business Network. OpenText’s EIM solutions are available for deployment on premises, in the cloud and in hybrid deployments.
Forrester used a combination of three data sources to assess the strengths and weaknesses of each solution. This particular report looked at the Workforce Optimization market, identifying vendors that have a strong WFO market presence and offer a full suite, versus disconnected components, and receive frequent interest from Forrester clients.
Download The Forrester Wave™: Workforce Optimization Suites, Q3 2016 for more details.
OpenText (opentext.com) enables the digital world, creating a better way for organizations to work with information, on premises or in the cloud.
Certain statements in this press release may contain words considered forward-looking statements or information under applicable securities laws. These statements are based on OpenText's current expectations, estimates, forecasts and projections about the operating environment, economies and markets in which the company operates. These statements are subject to important assumptions, risks and uncertainties that are difficult to predict, and the actual outcome may be materially different. OpenText's assumptions, although considered reasonable by the company at the date of this press release, may prove to be inaccurate and consequently its actual results could differ materially from the expectations set out herein. For additional information with respect to risks and other factors which could occur, see OpenText's Annual Report on Form 10-K, Quarterly Reports on Form 10-Q and other securities filings with the SEC and other securities regulators. Unless otherwise required by applicable securities laws, OpenText disclaims any intention or obligations to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.
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Sonya Mehan - OpenText Investor Relations
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Dave Ladetto - Weber Shandwick
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